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Action Log Matrix Horizon
Updated following call on: 9 October 2013
Issue Raised Action Action Resolution/ Output I Escalatedto I Open/
By Owner prosecution Closed
team
Prestbury — Current agent settle I Gayle Gayle to provide update Gayle SB investigation has Open
debt for £700 for Santander Peacock after review of Peacock concluded that
transaction, now blaming transactions there is no technical
Horizon 24/07/13 issue with Horizon.
Howden — concerned over Gayle No specific issue No Closed
alleged bugs in Horizon System I Peacock encountered with
but does not know specifically Horizon.
what the issue is, asked for Network
extra training which is being 24/07/13
arranged.
Possible Printing Error - Raised I Rod Ismay Determined that this I No Closed
an issue relating to a Business issue related to a
Banking customer — this is a FSC receipt being
dispute between the amount 24/07/13 manually amended
processed on the Horizon with ink. Not a
System against what the Horizon issue.
customer says he banked.
Customer has provided a
receipt to support his claim
however there are concerns
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over the validity of this receipt.
The customer will not provide
the original copy. Entered on
Horizon £180 — Says he banked
£480
Display issues for stamps - Dave Steve FJ have not been No Closed
Dave Posnett attended branch I Posnett Beddoe able to re-create the
re security (TORCH) visit. The I issue (over 100
OIC demonstrated that a Security attempts). No
customer's letter was on the 31/07/13 evidence found that
scales, weighed 25g and should this issue affected
be £1.70 for 1st class recorded any other branch. In
delivery service. There was no conclusion, no
icon or screen option for this problem with
service, the minimum service Horizon can be
was £3.70 for a 2nd class found.
recorded small parcel. OIC had
contacted Helplines and was
informed to reboot on each
occasion. DP took photos of
the screen and calendar entries.
Matter discussed with Simon
Baker, but branch did not form
part of 2nd Sight case referrals.
Bureau buy back problems - Gayle Issue determined to I No Closed
appears non Horizon related in I Peacock only be a need for a
so far as the ‘buy’ icon was service
pressed instead of the ‘sell’ Network improvement rather
icon. 31/07/13 than a problem with
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Horizon.
ATM gluing case - case Dave Police are now taking over I Rodric Determined that this I Yes Open
concerning ATM shortages at Posnett investigation. Latest Williams issue could impact
London offices where a update attached. on branch
particular engineer had visited. 31/07/13 accounting, though
It appears that the engineer has. wi ] there is no problem
being gluing up ATMs in order ATM Investigation with Horizon.
to force a service visit where he 081013.doc
then steals cash from the
machine. RW to report back on
recovery of lost monies
Process of communicating John Scott Not a Horizon issue I No Closed
cases where POL has — just deals with
withdrawn from prosecution to 14/08/13 internal comms
be reviewed
Rhigos branch — SPMR raising I Gayle SPMR to proceed through I Anne Open
complaints about Horizon Peacock usual complaint / contract I Allaker
processes to see if there
14/08/13 is a potential Horizon
issue that needs
investigating further. GP
to update on progress.
E-top up: If a customer asks for I Andy Steve Determined that No Closed
£10 top-up and the transaction I Winn Beddoe there is no error in
is initially declined, the SPM Horizon system,
would process again. When 14/08/13 however updated
SPM goes to settle the 2nd guidance for
completed top-up and branches has now
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connection is lost, Horizon been produced.
recovers the first failed top up.
Post recovery Horizon should
account for two top-ups but only
accounts for one.
10. I ATM Issue — New routers in Rodric No problem with No Closed
ATM in Jan — issues with Williams Horizon
withdrawals not being captured.
28/08/13 f A
Horizon Weekly
Report Action Log Ma
11. I Post & Go - Machine in Durham I Rodric SB to investigate further Steve Open
P is giving out change and Williams — I and report back Beddoe
payment; also machine is not
recording transactions correctly. I 4/9/13
12. I Belfast Refresh - FJ migrating Rodric RW to maintain a Rodric Open
data to new servers. No issue Williams watching brief and report I Williams
yet but general risk is noted. any issues of concern
4/9/13
13. I Nelson - Branch complaint that I Gayle Transaction logs Gayle Determined that Open
the branch alarm system (that Peacock reviewed. Assistant to the I Peacock there is no issue
sends a signal through the investigated. with Horizon from a
branch telephone line) was 4/9/13 technical
impacting on Horizon comms. GP to update. perspective.
14. I Missing Cheques — Some Gayle Rod Ismay I Resolved through Closed
cheques at FSC cannot be tied I Peacock normal business
to a branch as no details on the process
4/9/13
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back.
15. I Pontycymer branch is raising Anne Appears to be human Anne Open
issue with Horizon error. Joint visit to be Allaker
11/09/13 arranged with SB team.
16. I Martin Griffiths Dave Horizon issues cited. Dave Open
Posnett Gayle to forward details of I Posnett/
the second site request to I Gayle
25/09/13 I Rodric and Ruth. Peacock
17. I Stock reconciliation process — Gayle Matter to be discussed Andy Open
gap in process can lead to Peacock during a tele con with Winn/Gayle
branch discrepancies Andy Winn Peacock
25/19/13